Sure signal not working

[JimBish1307]

My sure signal is not working since I came back from holiday - it had been turned off for 2 weeks.  I went on the forum and went throiugh the run command with the 212.183.133.177 trace.  what do i do next?

[BandOfBrothers]

Hello.

Please take a look through these Sure Signal Trouble Shooting threads :

https://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Vodafone-Sure-Signal-troubleshooting/td-p/23917...

http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Troubleshooting-Please-read-before-posting/td-p/...

as these may help to resolve issues. They have links to the key things you can do to try and self resolve the issue you are experiencing.

It may also be worth trying a different power supply with the SureSignal (Version 1 & 2 ), as there have been some reports of replacement power supplies solving the issues. They are available on eBay for around £10.

FAQs : https://support.vodafone.co.uk/Network-and-coverage/Sure-Signal/

To note the Sure Signal Device comes with a 24 month warranty.

[JimBish1307]

Thanks but i've done all the troubleshooting.

[BandOfBrothers]

Ok. 

Im sure one of the Tech Team maybe able to assist your further.

I hope this is resolved for you. 

[JimBish1307]

I have just spoken to someone at vodafone after trying for 5 days and they have told me it is a BT problem that will be resolved by the 20th but the tech team were only told this yesterday.  No point going on live chat or customer servcies as they haven't been told yet. 

[BandOfBrothers]

I assume you have a Bt Home Hub ?

Quite a few posts have been made about Sure Signal and the Bt Home Hubs. 

Thank you for the update on information given to you. 

[Amanda]

Hi @JimBish1307

Please switch your router off for 10 minutes and then reload it. 

If this doesn't fix the issue please provide us with - 

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

[JimBish1307]

Hi, I eventually spoke to someone who knew what the problem was. It was all to do with the BT home hub not connecting to the sure signal. Vodafone need to communicate this to their call centres when it happens as the advisor told me it had been common across the network but the live chat and customer services teams didn't know.